Track: Business Management

Abstract

The topic of electronic service quality (e-service quality) has been developed especially during pandemic 2020. This study examines the performance of e-service quality in relating to  customer satisfaction in the context of online investment portal. The online Mutual Fund portal has increased new investors via its ease of access, affordability, and product availability. The results of the study show that aspects of Portal design, customer service quality, and security have a significant positive influence on the quality of electronic services but not on fulfillment aspects. Furthermore, the aspect of electronic service quality is proven to have a significant effect on customer satisfaction and brand image but does not influence customer trust. In addition, Brand Image does not affect the satisfaction, trust, and loyalty of online Mutual Fund customers. While customer satisfaction and trust have a significant positive effect on customer loyalty, this customer satisfaction does not encourage customers to be more trusting of online Mutual Fund portal service providers. This study provides empirical result from e-service quality framework from Blut  in Journal of Retailing (2015 & 2016).